Sales Customer Service

MANAV KHANNA

B-***,Second floor, jhilmil

colony, Delhi -110095

Email ID: ***********@*****.***

Phone: 099******** .Date of Birth: 13th Aug 1973

Seeking assignments in Operations / Channel Management / Sales and Business

Development with an organisation of high repute.

Snapshot

1. A result-oriented professional with nearly 14 years' experience in

Quality control, Administration, Key Account Management, Client and

Customer Servicing, Sales & Business Development and Team Management.

1. Currently associated with Billabong High International School, Noida as

Admin Head - Administration & Operation.

2. Establishing Quality standards, implementing stringent quality control

systems enhancing quality standards for client services and internal

external audits.

3. Adept at monitoring dealer sales and marketing activities; implementing

effective strategies to maximize sales and accomplishment of revenue and

collection targets.

4. Proven track record of increasing revenues, establishing networks,

streamlining workflow and creating a team work environment to enhance

productivity.

5. Excellent communicator with strong negotiation skills having leadership

qualities & analytical power.

6. Handling team strength of 15 associates.

7. Reporting, Rosters, Attendance Management and Annual Performance

Appraisals.

Core Competencies

Key Account Management

1. Developing and maintaining strategic clients by comparative study of

market variable such as cost, etc. and providing them with superior

service

2. Identifying key/ institutional accounts and strategically secure

profitable business.

3. Review Productivity and error trend analysis along with compliance and

risk management.

4. Quality audits, feedback and facilitating training as on required basis

5. Weekly reporting and quarterly business reviews.

Client Relationship Management

1. Developing relationships with clients; providing them high quality

service for business development along with onsite and offsite support.

2. Interfacing with the clients for suggesting the most viable products and

business strategies.

3. Develop and cascade KPI's to deliver SLA's.

Team Management

1. Interviewing and managing of the operations, audit and risk team.

2. Determining training needs of associates & conducting suitable training

programmes to enhance their skills leading to increased productivity.

3. Resolving team issues

4. Managing a team comprising of Associates, Sr. Associates, Quality

Auditors, Retainers and Telesales.

Sales and Business Development

1. Conceptualising and implementing innovative sales & marketing plans

encompassing designing communication strategy, building brand focus &

increasing channel depth.

2. Presenting designed solutions to clients(Pricing, Timelines, Resource

Management)

3. Devising & implementing pre & post marketing activities for successful

launching of new products.

4. Tracking market/ competitor trends to keep abreast the changing client's

requirement/ expectations.

5. Maintaining service deadlines and plan processes to maintain Retention.

Channel Management

1. Networking with financially strong and reliable clients resulting in

deeper market penetration and reach.

2. Evaluating performance & monitoring client sales and marketing

activities.

3. Managing change and driving new initiative at client network in line

with strategic plan set.

Vendor/Dealer Management

1. Identifying, negotiating and developing a dedicated supplier/ vendor

source for achieving cost effective purchase of raw materials and

reduction in delivery time.

2. Implementing company policies and creating awareness in the dealers on

safety / cost effectiveness and resolving their grievances in order to

improve distributor performance to meet corporate objectives.

PROFESSIONAL EXPERIENCE

BILLABONG HIGH INTERNATIONAL SCHOOL -

NOIDA 07/2013 - Till Date

ADMIN HEAD - ADMINISTRATION AND OPERATIONS

1. Responsible for business expansion.

2. Forecasting, Comparatives business analysis and Cost Optimization.

3. Identifying needs, analyzing data for pre sales and post sales

activities and support.

4. Heading 3 units with business value of 20 crores.

5. Handling a strong team of ADMIN apart from operation, teaching,

support staff of over 100.

6. Training business, administrative, collection, stock, transport team

in terms of productivity/services/compliance/audit/quality.

7. Strategy and Reporting on productivity, cost optimization, training

and scheduling training plan.

8. Handling a strong transport fleet of 12 busses with revenue of

Rs.1.15 crore.

9. Infrastructure maintenance, development and procurement.

10. Performance appraisal and employee retention management.

INDO GULF DIAGNOSTICS -

Bulandshahr

...06/2012 - 05/2013

ADMINISTRATOR

11. Ensure smooth administration to deliver good quality and timely

services on daily basis.

12. Resolve patient complaints / queries and make recommendations for

improvements required to meet standards.

13. To be able to define standards of services, design systems to

monitor performance and work towards continuous improvement.

14. Administratively responsible for daily roaster effective and optimum

utilization of available manpower and leave management.

15. Enhance team motivation, supervise functioning of OPD, coordinating

with all departments for smooth flow of patients.

16. Ensure follow up and redressal of all possible internal / external

customer grievances.

17. Prepare MIS reports and communicate to the Management.

MOTHERS PRIDE-PRESIDIUM GROUP -

Delhi 06/2009

- 05/2012

ZONAL HEAD - ADMINISTRATION AND OPERATIONS

18. Responsible for business expansion and project management of

Knowledge Tree and Hyatt.

19. Forecasting, Comparitive business analysis and Cost Optimization.

20. Identifying needs, analyzing data for pre sales and post sales

activities and support.

21. Heading 8 units with business value of 35 crores.

22. Handling a strong team of 8 branch managers,5 assistant managers,8

administrators,4 jr. administrators,8branch coordinators,8 quality

executives,32 collection & business managers apart from

operation,teaching,support staff of over 200 .

23. Training business, administrative, collection, stock, transport team

in terms of productivity/services/compliance/audit/quality.

24. Strategy and Reporting on productivity, cost optimization, training

and scheduling training plan.

25. Handling a strong transport fleet of 150 cabs and 5 busses with

revenue of Rs.5 crore.

26. Infrastructure maintenance, development and procurement.

27. Franchise development and client service management.

28. Performance appraisal and employee retention management.

BAJAJ CAPITAL (Aviva Life Ins. Co. Ltd.) -

Delhi 12/2007 - 06/2009

BRANCH MANAGER - SALES & CUSTOMER SERVICE

29. Handling a team of Assistant Sales Manager, Assistant Managers and

Management Trainees.

30. Managing a team of 24 executives as TEAM LEAD with a productivity of

90% in business and collection.

31. Identifying training needs, analyzing data and process mapping.

1. Process training to team of executives and assistant managers in

terms of product/services/compliance/audit.

32. Set up quality parameters.

33. Rostering, reporting, appraisals and employee retention.

34. Managing & reporting business productivity, profitability, training

and scheduling training plan.

35. Performance appraisals and employee retention management.

ICICI PRUDENTIAL LIFE INSURANCE - Delhi 07/2006 - 12/2007

UNIT MANAGER - OPERATIONAL QUALITY AND TRAINING

36. Handling a team of Insurance Advisors, Sales & Customer Service.

37. Monitoring calls via remote barging.

2. Providing constructive feedback, handling teams and call monitoring

system management.

38. Preparing SOP's, Training Modules.

39. Recruitment, training and management of operations/floor support.

40. Weekly quality reporting, Lead Source report for retention and focus

areas.

41. Maintain service deadlines and plan processes, trainings and audits.

HUTCH TELECOM - Delhi 10/2002 - 06/2006

RETENSION MANAGER

42. Retaining customers on the billing net.

43. Recovering the dead revenue for the company.

44. Sales & Business Development.

45. Team Development.

46. Reporting, Audits and Feedback and Training.

AIRTEL CELLULAR LIMITED - Delhi 05/2001 - 08/2002

TERRITORY MANAGER

47. Personalize service to HNI clients.

48. Corporate deals with best packages.

49. Managing daily branch activities.

50. 100% resolution to all customer issues / queries.

ACHIEVEMENT/PROJECTS/CERTIFICATION SO FAR:

1. No. 1 position in Recruitment in all over North India in ICICI

Prudential Life Insurance

2. No. 2 position in Recruitment in PAN India in ICICI Prudential

Life Insurance

3. Awarded as Star Manager in ICICI Prudential Life Insurance

4. Awarded in Royal Challenge Championship within 14 locations of

Bajaj Capital

5. Awarded with cash as Best Zonal Head for consecutive 03

quarters

Education

B.Sc. in Computers from Guru Nanak Dev University,

Amritsar 1991 - 93

Senior Secondary from Hindu Sabha Senior Secondary School, Amritsar

1990 - 91

Matriculation from Hindu Sabha Senior Secondary School,

Amritsar 1988 - 89

Date:

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